Went there with friends and family on Saturday 31st October to watch the World Cup final and we were all very disappointed in the customer service provided on that night. The table was booked a week in advance for us to have dinner and enjoy the match and chit chat.
On our arrival we were shown our table, we ordered drinks which arrived in no time. However after that there were no waiters/ waitress to be seen at our table to take our food order. We physically had to get off our seats and pick a menu from the bar. The waitress herself had seen us take the menus and rushed to us to tell my sister in law in a very offending way "the menu is in English"
It took a good hour and a lot of complaining before we could all sit down and enjoy the delicious food. Miss Leclezio who i understand is one of the managers ( as she did not introduce herself) came across as very rude and did not handle our complaint very well... It gets worse... She even threatened that she'd sue my brother if he was to mention her name on TripAdvisor. I wonder how she managed to get a job in the restaurant trade/service industry with such rudeness... She needs reminding that CUSTOMER IS KING.
Frederic Berger who is also one of the managers at Big Willy's apologised about the issue and handled the complaint really well, thank you Mr. Berger.
Mr Gopal, another manager has been an excellent listener and has taken the complaints on board so that the same mistakes are not repeated for future visitors.
On the positive side, the food is excellent, compliments to the chef. Will definitely go back to Big Willy's but i expect to get for what i pay for... Unfortunately, for the time being, time management and customer care need major improvement.